Forgotten Passwords In Login

Forgot password should be instant, request email address and immediately let you know if your email address is in the system or not. Otherwise, you lose out on ordering opportunities. We tried to order dinner online and Paul forgot his password. He entered the email address and the response page said it was mailed. Nothing came in after ten minutes of checking. He tried a second time and still to no avail. The place’s competitor also has online ordering and we could easily switch our plans.

Yesterday, I was trying to order an item. I registered and tried to purchase the item. But when I signed back in (after not receiving an email within ten minutes), my account didn’t exist. Nothing took. So the second time, I registered and confirmed it work by logging out and back in. Then I tried to order the item again… no luck. This happens too often. Moral: Make sure your order forms and forget password processes work.

Giving up, I emailed the company (it had the best deal) and got a reply a few days later suggesting I call. I wrote back saying I prefer to order online because I’m hard of hearing. No reply yet. Another lesson: Reply to customer emails within 24 hours with the only exception being when the office isn’t open.

About the Author: Meryl K. Evans is the content maven behind meryl.net, helping companies build relationships with clients and prospects through content.

[tags]Meryl K. Evans, password, login, online order, customer frustration[/tags]